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1.2 609 Reviews

Air Canada Complaints Summary

24 Resolved
585 Unresolved
Our verdict: If considering services from Air Canada with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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1:19 pm EDT
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Air Canada delayed baggage and poor customer service

On January 5, 2018 we purchased two plane tickets for a vacation flight on June 14, 2018 that would route us from Pittsburgh, to Toronto then to Milan, Italy. We received an email late the evening of June 13th that our 6:30am flight AC7307 was cancelled. We contacted an Air Canada representative who then arranged for us to fly from Pittsburgh to Philadelphia on American Airlines, then back on Air Canada to Toronto at which time we would continue on our previously scheduled flight from there to Milan, Italy. The Air Canada representative said our baggage would be checked in Pittsburgh and through to Milan. When we checked in at the airport
we were charged another $50.00 bag fee ($25 / bag) by American Airlines, even though our baggage fees were included in our original fare. We feel that charge should have been absorbed, since the cancellation was not our fault. Our connections were made, and we figured that we were set, however, when we landed in Milan, neither of our two suitcases arrived.

We placed a claim for lost luggage at the Milan airport, and were advised that claims such as these would probably be resolved with a day or two. We noted on our report that we were not going to be in Milan, but would be in Bucine, a town near Florence. That was noted on the claim form. Of course, now, we would need to arrange to purchase some clothing during the delayed return of our luggage.

The largest problem is that it took twelve days for our luggage to finally appear at the villa where we were staying. So, most of our vacation was without our clothes, and the gifts we had planned to give to our friends in Italy. Our clothing purchases were of reasonable amounts and spread out during our stay as we anticipated our bags would arrive any day.

After we recovered our luggage it was related to us that the bags were left in Philadelphia, as they were never tagged to go through to Milan, Italy. When they were located, they were routed to Toronto, then for some unknown reason, were placed on a British Airways flight to London, England. From there they went to Milan, then to Arrezzo, Italy, then delivered by courier to our villa in Bucine 12 days later. If it was just a day or two, we could have accepted the fact that this happens, however the fact that all these missteps in the handling created a delay in receiving our luggage that essentially was for all but a few days of our trip, is why this is so disappointing.

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Update by RRyba
Sep 19, 2018 11:28 am EDT

Well, nothing more has come of all my direct contacts. Many I have spoken to about this has offered similar stories of complete and utter disregard of any responsibility. Oh I hear from some social media people who try to dissuade me from saying any more on Facebook or Twitter and actually I have complied. I don't want to be considered as an unreasonable person. However at this point. If ANYONE is considering flying on Air Canada, I would recommend, no I would WARN them that the chances of you having your flight cancelled, bags lost or delayed and that no one in that organization cares a whit about your dilemma are all but certain. Air Canada has cost us over $700 (US) and countless angst as they never cared that they lost our bags for those 12 days! We were only on vacation a few more days after they finally arrived. No apology, or offer to assist, in fact had we not contacted another party outside of AC, I doubt the company would have troubled themselves to even look for our bags.

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Kay Nash
, US
Nov 20, 2018 4:26 pm EST

hello fellow travelers, i sent the info regarding my computer not being returned to me when i was making a connecting flight, as if you are flying from Mexico, Air Canada, now an American airlines, security checks your carry -ons, TWICE; called Reloading! of course no other airlines, WHEN TRAVELLING TO OR FROM MEXICO does this to travelers, twice checked, hmmm.
i was in a wheelchair, so did not have accessibility to my computer or my belongings, was told to stay in the chair and the assistant would get my belongings and whisk me to the departure gate. Well i waited FOR FAIR RESOLVE... and was offered, $50.00 although we had to pay $165.00 to have it returned. So i am going to try yet again to resolve this issue of being charged for their error, the inconvenience, time wasted, and the concern and worry regarding the confidential information contained on the business computer . will keep you posted...

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11:53 am EDT
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Air Canada hobble experience with special assistance on route to aircraft

Good afternoon,

I feel quite disappointed that I have to write this complaint but I don't want anyone else in my position to ever experience what I did.

I requested special assistance through out my flights from Montego Bay via Toronto to London Heathrow.

When I arrived at Toronto, I was first met by an Indian/Asian gentleman with a wheelchair, then passed onto another Caucasian lady (who was of very similar frame to the staff member I'm complaining about) very pleasant and took me to security for my bags to be checked through the security machine.

It was the assistance lady I was passed over to called Maria of oriental appearance, that upset me. When she approached she appeared unimpressed and asked me if I could walk to the lift, which I did. When I entered the lift I had to ask her if I could sit down in the wheelchair as my legs were hurting, but she seemed reluctant to do this.

I sat in the wheelchair and attempted to put my feet down on the pedals and accidently stood on her foot as I did not see/realise she was already putting down the pedals. Maria abruptly said "ouch", I apologised and she then said with annoyance "I'll do it".

There was a couple and their two daughters also in the lift and they got out at the level we were supposed to be getting out at but, Maria took too long and the lift doors closed. Maria then said "I don't think I can push you by myself, I can't do it". I was so hurt and offended and her tone made me feel like I was a huge problem and it was evident that she was talking about my size.

We finally got to the level in the lift and she then stopped, I asked Maria please could she hurry as its showing final call for my connecting flight to London and I don't want to miss my flight, she snapped at me and said "Wait" with a nasty look on her face, Maria then looked at the screen again and said "oh its gate 73 not 71, but she was aware of this from before because I heard her colleague in the security party tell her this.

When we got to the gate Maria started to huff and puff, (which I feel was with exaggeration) and say "I need help". Both her colleagues, 1 female of Indian/Asian complexion and a Mediterranean looking male both told her to calm down and not to stress. Maria then said to the Indian/Asian female "can you help me".

The two of them proceeded to push me through to the aircraft door, which made me feel even worse. On route there was a part that was raised and the Indian/Asian lady was telling her how to get the wheelchair over it.

By this point I was soo sad I wanted to cry but I held it because I didn't want to cause a fuss and delay the flight. I then said "thank you for your help and asked for her name, with which she told me it was Maria".

I am very much aware of my size and my current condition has caused a lot of my problems. I don't need a staff member who is supposed to be professional and empathetic to all shapes, sizes, colour, creed etc.

I am in pain constantly and I don't appreciate a staff member making me feel even more crap than usual.

I would like this incident fully investigated as I am not happy and want this dealt with immediately so this never happens to anyone else again.

I was on the flight AC858 connection flight to London Heathrow. The above took place between approximately 23:30 until I boarded (please refer to CCTV if possible).

I await your prompt response in this matter.

Kind regards

Cynthia Obeng

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5:41 am EDT

Air Canada flight timeliness

Yesterday our flight from Zurich to Toronto was about 2 hours late in departing and, obviously, in arriving. (AC 879). That meant a wait time at the airport of nearly 4 hours. Then upon arrival we found out that our flight to Ottawa was going to be late (17:25 instead of 16:40). One late flight is understandable but two on the same day is too much especially a long travel day. I realize that delays are due to unforeseen circumstances but Air Canada could do a bit more to address the customer inconvenience caused by these delays so that the company does not lose its customer support.

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2:32 pm EDT

Air Canada air canada gave away my ticket

My experience with Air Canada, is the worst experience of my life. I am hearing about bad passenger experiences in North America, where airlines are going way too far claiming safety and security as an excuse to cover bad behaviors from their employees.

Here is a story, I would like to share about our flight with Air Canada this week-end, a 'nightmare'. First of all, let's give more details about the situation. I was traveling to Canada for the weekend to attend a family wedding. I was flying from Newark Airport in New Jersey, USA to Toronto Pearson YYZ Airport in Ontario Canada, both to and from flights were with Air Canada, my only option with timing.

My original flight # 7657 was to depart on Fri 07-27-2018 at 2:25 pm. from Newark. The flight was delayed for an hour and half with NO explanation from staff or pilot. There was light rain outside and the staff never provided any explanation or details for the long wait and never mentioned when we will take off. We finally departed at 3:58 pm. The flight only last 48 min, but there was terrible turbulence and the small plane, which only had 70 people kept shaking.

I was scared for my life, that we were Not going to make it. The pilot was not good at communicating with passengers. I was not the only passenger scared and frightened and staff was not helpful. Luckily, we all landed safely.

My return flight was my "Nightmare from Hell".
My flight # 7686 was scheduled to depart Sunday 07-29-18 at 3:45 pm from Toronto back to Newark. I arrived at the airport at 1:15 pm, thinking I had plenty of time to go though security and check in. None of the kiosks were working to print my boarding pass. All the passengers were told to wait on long lines to have customer service reps print the boarding passes. After, I waited 28 mins on line the representative told me, I was "too late" The customer service rep at the counter, said I have to arrive minimum 3 hours before hand.

They had given my seats away to someone else. I was furious and pissed off. Apparently, she said its Air Canada's policy to Not issue boarding passes if passenger does Not show up 3 hours earlier than posted flight time. Also, the air line can give away my seats even though I was there. The lady was rude, arrogant, mean and disrespectful. This was the WORST service I ever experienced ever. The lady refused to help me and said it was my fault. I fly quite often and never experienced this.

She said nothing was Available until the next day Monday 07-30-2018. Then she said she will book me on another flight at 7pm to Newark and I would have to pay $150.00 for the booking fee. At this point, I was angry and frustrated but had no choice or option, I agreed and paid $150.

Unfortunately, it got worse after she printed the boarding pass it said "Laguardia Airport" and Not Newark. I asked her and she said "oh I meant Laguardia not Newark". She flat out lied to me and made it seem like no big deal. I tried to stay calm and collective, but this lady was the worst customer service ever. I had no choice to fly into Laguardia and take a car service to Newark Airport where my car was parked, it cost me a $100 extra. I got home at 1:30 am in the morning.

This was unacceptable on all levels from Air Canada. I had paid over $500 for the tickets originally. Then I dad to spend another $250 to get back home.

I would like someone to get back to me.
I can be reached directly at [protected]@Gmail.com or [protected].

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11:38 pm EDT

Air Canada delayed flight, poor services provided, delayed bags

I booked a flight from Berlin, TXL to Los Angeles, LA on July 28, 2017. The flight AC1967.

The original flight was as follows:
AC1967
Berlin Tegel to Toronto Pearson
Departing: Fri Jul-27, 2018 at 12:05
Arriving: Fri Jul-27, 2018 at 14:55

It was changed as follows:
Flight Number: AC1967
Departing Berlin Tegel (TXL) on July 27, 2018 @ 16:35
-- Departure Terminal C, Gate C89
Arriving in Toronto Pearson (YYZ) on July 27, 2018 @ 19:05
-- Arrival Terminal T1, Gate E80

This resulted in the change of my connecting flight including an extremely long layover as follows:

AC791
Toronto Pearson to Los Angeles
Departing: Sat Jul-28, 2018 at 8:00
Arriving: Sat Jul-28, 2018 at 10:11
Seats: 39A

I know that under European laws am am eligible for a minimum of 600 euros refund for the first flight. The delay was not based directly on weather because the weather delay was only relevant to the previous day. This was an issue with preparedness and organization.

I was also very disappointed at the way the management dealt with the countless travelers left in Toronto for a layover. We were given false vouchers to hotels that were already over booked. In the end, I was given no place to sleep, no hotel voucher and no food voucher for a 13 hour layover.

To top it all off, when I finally arrived in LA, my bag had not arrived. It was placed on a later flight to LA and I would have to wait for it to be shipped to me later. I was disappointed, but unfortunately not surprised given the previous experiences during this trip.

I expect a ticket refund given these conditions. Thank you and I hope Air Canada can prove itself to be a trustworthy and responsible company to make up for my unfortunate experience.

Thank you.

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2:43 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Air Canada customer service

First of all every time you call its over an hour wait time. Not good for travelers.
My daughter was given wrong information about seating. She purchased her ticket and was wondering why she could not select a seat except for payment. Other airlines allow you to chose a seat.
After waiting for over an hour, she was told that she would have to pay for a seat and that she only paid for the fare. She was confused as to how could A person book a fare without a seat. Doesn't make any sense. After rephrasing the question many different ways, she was told that she would not have a seat unless she purchased one and again that she only paid for the fare. That did not make any sense, so just to make sure she had one she paid. Later to find that she would be able to choose her seat 24 hours before. She will now attempt to get a refund. Why were they. It able to explain that?

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Resolved

Well, it turns out that you are really on “standby” unless you pay extra to make sure they don’t sell your seat from under you. You are not guaranteed a seat even if you paid for the flight. This is crazy. The practices are not resolved, but our issue has been taken care of.

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9:29 am EDT

Air Canada a delayed then cancelled flight

Hello my name is Sabrina Gattola I live at 8250 des sables in Montreal Quebec I can be reached atb514-242-5051 or [protected]
I am sending you the formal complaint on the behalf of myself my husband Alfonso altieri and me 15 yr old daughter Miranda altieri we were all on the air Canada flight number ac 1604 to depart July 24 th at 14:10
It began well we all boarded plane started to move when it suddenly stopped for what seemed to be an eternity about 1 hr 1/2 later captain comes on to let us know that we cannot take off due to mechanical problems which that in itself was very scary he then proceeded to say that they will get maintenance to come and see if it can be fixed maybe 30 minutes later they finally arrive all we hear are drills and see lights flickering once again not comforting by now the toddlers and babies begin to yell and cry
Finally maybe an 1 hour after maintenance arrives we are told my captain that it cannot be fixed plane needs to be grounded and they are sorry and they need to see what they need to do with us again not comforting
Nearly 3 hours after ordeal began we are told they are trying to find us anther flight and it seems like we are being put on the 19:00 hour flight
After that captain says they have a plan we will be towed and shuttles will bring us back to airport and we need to pass customs once again and pick up our luggage inexcusable
Over 4 hours have gone by we finally get back to airport and we are told no flight except for the following day July 25 at 11 am
It's cost us whole day lost in the Montreal airport stuck in plane / airport
50$ taxi ride back home
50$ taxi ride back to airport to catch the now 11 am flight
42$ breakfast food at airport which I have the bills for and we were told that air Canada would pay for I expect a full refund
Now get to airport and the 11 am flight is delayed now we are all truly angry all passengers are requesting compensation of some sort aside from the taxi and food bills that we needed to spend due to air Canada service because the all planes should be checked before passengers board
I have family members who live in Florida who took day off work the 24 to pick us up at airport and spend night with us which never happened but waited at airport
They then needed to take the 25 th off to drive back to airport to pick us up again so 2 days of lost wages for them plus gas and time
We the passengers lost a whole vacation day in Montreal stuck in a plane and airport on July 24
Lost July 25 th day we should of woken up in Florida and spend the day on the ocean we lost flying to Florida then stuck in traffic due to rush hour
Expecting compensation of some sort and not 15% that's insulting and nearly no where close to what we should receive
My travel agent aswell is looking into to this
Thank you for your time I am expecting to be contacted in the very near future I also have video and pictures of the whole thing also we were only served water on the plane the day of ordeal only to be told sorry we ran out it's was horrible and totally a nightmare
Best regards

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Update by Sabrina Gattola
Jul 27, 2018 9:43 am EDT

Hello sorry just put my phone number and address to my complaint here is my emails
Sabrinagattola@hotmail.com

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6:58 pm EDT

Air Canada I am complaining about 20 hour delayed flight.

My name is Gayane Tadevosian. My children Michael Safarian -13 years old and Sophia Safarian - 7 years old were flying with me on July 5, 2018. Our flight was delayed for 20 hours. My children and I were very frustrated and disappointed of the service that we received. We were in the plane already to fly to Prague when they announced that the sensor of the airplane is not working. We were suppose to fly at 04:55 pm on July 5, Flight 1922, Toronto Pearson, YYZ - 04:55pm to Prague 07:00am July 6, 2018, however it was postponed until 1130 next morning. They kept us in the airport in Toronto until 9 pm, lying that another airplane will take us, but iventually gave as a hotel Radisson at 10pm. They gave us breakfast vouchers but we were unable to use it because they said we have to be in the airport early morning. They made us take our baggage with us to the hotel and bring it back next morning. My children were crying because they were frustrated. We had to wait for the shuttle for hours. It was very cold and dark. I am writing this to you because this is not acceptable, and we are requesting to have refund for these inconveniences.

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6:37 am EDT
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Air Canada splitting up older couple with pre-booked seats six months in advance

At the very last minute, we were told our seats were no longer held and we were split up. My husband and I are in our 60s and have age-related difficulties sleeping but felt comfortable enough together to cope with this long haul flight - a fight from Vancouver to Brisbane - over 14 hours. It was inhumane to separate us. We booked this flight six months in advance and had allocatde seating. This is an abhorrent situation and we need to know this company will not put other people through this, it has taken us a long time to recover.

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3:30 am EDT

Air Canada cancelled flight

To whom it may concern.

My two children and I were booked on flight AC842 leaving Toronto (Pearson) on July 2nd and arriving in Dublin Ireland on July 3rd. We checked on the Air Canada website before we left our house and it was on time. We checked on the board when we got to the airport. It was on time. We went to do the automated check in and discovered that our flight was cancelled until the next day.
There were very few Air Canada representatives around and when we finally found one she was very flippant about it and said " Oh yes, that's cancelled, you will just have to try again tomorrow." There was no explanation of why it was cancelled or even an apology.
We had to organize transportation back to our house which is half an hour from the airport and back again the next morning which was quite expensive.
We had to contact family in Ireland who were coming to pick us up and reorganize with them, as we had a two and a half hour car trip on the other end when we arrived. My brother had to cancel his work for the next day in order to pick us up, which put him out of pocket.
We did end up leaving the next day, but still were given no explanation or apology for the cancellation.

I am contacting you to see what compensation I am entitled to as with issues like this previously we have been given some form of compensation.

Please contact me at either [protected] or
[protected]@hotmail.com.

Thank you,
Shirley Danne

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Update by Shirley Danne
Jul 26, 2018 3:31 am EDT

Please contact me as soon as possible.
Thank you.

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1:01 pm EDT
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Air Canada extra baggage payment

We have decided to take two extra bags for my kids and when i looked on AiR CAnada online international flight baggage allownce, it says any extra bag is $100!
The lady at the counter who was extremely slow that after being in line for more than an hour n a half with a wining baby, she charged us $450 despite we said those bags are for the kids!
We didnot notice until we finished n thats when the counter closed because she's extremely slow!
She told my husband it will be $225 thats why we paid and said thats the total with taxes!

This is unacceptable, unprofessional, rude and disrespectful!
No reapect for people with family with infants, and so slow services and other than the bad food onboard and no available options for kids meals!

I need an immediate explanation

Our flight was to London then beirut on June 25th, 2018 but ticket shows 24 june thats how unprofessional that lady was!

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4:03 am EDT
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Air Canada chaos and bad behaviour

I travelled to London (UK) on flight 856 on 25 June. On arriving promptly at Pearson at 3.30pm the airport was busy but the Air Canada desks were chaotic. There were queues everywhere, children crying, no information, very few staff, any questions asked were answered in a brusque rude manner. I eventually cleared the check in at 5.45pm, just in time to see my flight called for boarding.
The plane was then held up after boarding, problems with cargo, missing children etc!
Yes we were notified that the plane would be having a later take off but by then we were already on the plane.
When we eventually took off our hot lunches were being served, I had the nerve to ask for a G&T as well as red wine as we had been delayed but was only 'allowed' the G&T, I could have the wine later. It never came when I eventually asked again and was given some, the lunch had finished. It would have been labour saving and far more sensible to have the drinks at the same time, especially after the waiting on the plane and the absolute chaos at the airport. I can assure you that I am a respectable middle aged lady and not some degenerate drunken skin head.
This is the first time I have flown with Air Canada for many years and I was not impressed. The staff at the airport were rude and the hostesses not up to scratch.
As a frequent flyer with Star Alliance I suggest you take a leaf out of Singapore Air's book they will show you how to run an airline.
The saving grace was your excellent pilots.

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Update by Sandra Mitchell
Jun 28, 2018 4:05 am EDT

Plus the uniforms were exceptionally dowdy.

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11:40 am EDT
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Air Canada ticketing and customer service

So far, a simple screwup by an Air Canada booking agent has caused me to lose all confidence in Canada's national airline!

I found a flight online and booked a return flight from Vancouver to Frankfurt on 28 May on the telephone with an Air Canada person. Easy... however, the confirmation receipt I asked for didn't arrive by email, as promised.

I called Air Canada bookings a couple of weeks later and was put on hold. While waiting, I sent an email to the AC form at "Contact us" with my questions and terminated the call. Several days later, I received an email indicating that email is only for post-flight issues.

Back to the customer support telephone on 21 June, I spoke to Helen for about 25 minutes before she hung-up on me. She did send a booking confirmation. It contained incorrect information. She told me she could not send me an itinerary and receipt for payment. She also told me she could not correct the spelling of my wifes name or mine.

I sent a reply to her email ([protected]@aircanada.ca). It bounced.

I called the bookings number again. While waiting on hold a second time, I looked up a few names on LinkedIn to try and identify the most senior person at Air Canada for customer service. It looks like these are the best contacts:

- Arielle Meloul-Wechsler, SVP
- Richard Steer, SVP, Operations

My call was answered by Jennifer in Air Canada bookings who, in a moment, fixed the spelling errors and sent a receipt. She also let me know that since the flight was with AC partner Luftanza, I'd have to call them to confirm seating. For that, I needed a separate confirmation number and another wait online... now with Luftanza. That took 22 minutes and I was told that it was not possible to book seats until 23 hours before a flight and that, yes, I would need to do that with Luftanza.

So, the flight was marketed as being Air Canada, but everything about it was Luftanza. What purpose did it serve for me to even deal with Air Canada in the first place?

I believe my booking issue has been resolved. I share this tale of poor customer service and misinformation as a warning

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2:43 pm EDT
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Air Canada a very disrespectful behavior from air canada supervisor at newark airport.

To whom it may concern,

I, linda habib, was traveling on june 3rd from new york city with my kids and nieces, coming back to montreal (yul) from newark aeroport (ewr) on the flight ac7741 at 3:55 pm.
While we were waiting to board, they announced that the flight was full and that whoever wish to send his carry on with the luggages, will be free of charge.
They were asking people only in zone 3 and 4 to do it!
One lady from air canada crew who works at the aeroport came to check our boarding passes to see the zones and to take our carry on. I told her that I want to keep it with me, so she was very angry and told me that I have no choice to keep it with me, then she asked me to go talk to the lady working on the counter.
So I went and talked to another lady from air canada, and I asked her very kindley to keep my carry on and she accepted.
While we were boarding, a lady named: jaslon, came to me and told me:"you are the one who refused to give us your carry on, you have to send it as a luggage or you can not go in this flight!"
She was very rude the way she was talking to me, and arguing a lot! I felt that the other lady told her about me and that is why she came directly to me!
I told her that there are a lot of people having their carry on with them! Why is she insisting on taking mine! She replied in a very rude way and she raised her voice! My kids were very afraid from her reaction and the way she was talking to me! She even threatened me that if I keep talking to her, that she will not allow me on the flight especially that she is the supervisor of air canda in this aeroport! She said:"one more word from you and you will not be on this flight!"
The way she was talking to me was very unacceptable, her rudeness, the volume of her voice, the way she was looking at me made me feel very uncomfortable! I with the 6 members of my family always travel with air canada, this is the first time I feel that I may need to change the airline especially when I will be going to the states!
I will really hope you will investigate about "jaslon's" behavior with all the passengers!

Thank you

Linda habib
Halifax nova scotia
Canada
[protected]
[protected]@sepne. Ca

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5:16 pm EDT
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Air Canada change fee

I booked my ticket on line with Air Canada Nov 14, 2017 for a flight to Phoenix from Regina Jan 12 and returning to Regina Feb 9, 2018. Confirmation number MGCTAA.
On Jan 28 I called Air Canada to change my flight asking for information as to cost and if I could keep it as a credit. I was advised yes. I was never advised about the change fee. I changed my flight and called back 10 min later and changed my flight. That's when I was informed about the change fee. I was very upset since I wouldn't have changed it if I was told that prior call. I made a complaint with the you and advised I would get an email on the decision. Today I tried to use my credit and told a complaint was never received and the change fee would be applied. That's not right.

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9:34 am EDT

Air Canada flight delays

Travelling to Haneda JApan via Toronto, had to take a 6 AM flight to make our 13:30 connection.
On arrival in Toronto, learn the flight is over 3 hours late because of a mechanical problem.
Now have to wait 6 hours in this dreary airport.
Attempted just to comment directly to AC, but their complaints site is rigged to prevent this, as it does not recognize any airport names and there is no pick list. So you have to type the airport name at length YYZ Toronto (Lester B. Pearson Intl). .. But then their system does not allow the complaint through because it says it does not recognize the airport name.
This is anew and improved method for AC to not get any complaints.
I went to a service agent to find out what they would do to alleviate the 6 hour wait that is their fault.
The agent barely deigned to hear me out and said, Air Canada's doesn't give out Lounge passes and we don't do anything if it is less than 3 hours.
So of course the flight will be more than 3 hours late, but by stating it is only 3 hours, they need do nothing.
ABsoltely typical of Air Canada.
Almost embarrassed to be Canadian.
j Bedard

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4:12 pm EDT
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Air Canada poor service

date of incident : May 04, 2018
Reservation Code: V0L9QG
Flight Number:AC0891
Ticket Number:[protected]
number of passengers:4

So on May 4th, 2018 i was taking my return flight from Rome, italy to Edmonton, canada via toronto with my wife and two infants 18months both .there was heavy wind in Toronto and due to that most flights were getting cancelled or redirected to the different airport.
First of all air canada staff never made things clear to us.initially they said our flight is delayed for only 10 minutes then they said 30 minutes and at the end after an hour they said they had to go to the Ottawa airport.
at Ottawa again their response was not clear. they kept communicating different timings for take off for toronto and the fact that i was with two infants who were already on this flight for more than 10 hours, i had to keep them awake and made them sit in my lap because of the take off.
and the story doesn't end here, in toronto i was catching this connecting flight and again they kept communicating different timings for take off.in fact in toronto they said plane will take off in 10 minutes and ended up taking more than an hour for take off.nothing was communicated in between.our luggage was delayed and sent to us next day.
my kids and my wife were sick for two days after this flight.we can understand there was a genuine reason for delay in toronto but the fact that air canada wasn't communicating the correct timing in fact they kept telling us the wrong timing which is pathetic.we are not even approached and apologized by any air canada staff.we are disappointed by this very poor service and communication.

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Air Canada customer service

Family holiday last fall, booked and paid for tickets to Vancouver. We arrived at the airport one hour prior to flight.
Air Canada refused to assist us ... we just needed our boarding passes. No deal ... so
Our trip was wasted. Various complaints to AC were left without satisfactory response.
No reimbursement, instead they wanted more money to rebook the flight. Extortion really.

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Air Canada flight change fees

Some info first I work part time for a small company who buys the cheapest ticket they can get, not my fault. I am 66 years old trying to make some spending money as I am retired.
We (a lot of old retired guys) deliver vehicles across north america, not much money but see a lot of country.
Now for my problem most of the time if all the conditions are right the weather, traffic and trucks run well we get to the airport early. This is my issue air canada does not care about customer problems they are greedy I make about $200 a day minus food and lodging and that day is around 14 hours on the road.
So when you guys ask for $105 to $200 plus to change flights I cannot not afford this,
I sat in kelowna from 6:00 am to 3:00 pm watching flights leave as I could not afford your exchange fees I arrived in kelowna on the 19 of april I had to get a room at my additional expense for $103. I am positive there were seats on the plane but no to me as you guys always think some one is ripping you off, no I just wanted to get home!
The one gentleman tried and your computer system refused him, the second fellow did not even try to find a way to get me home, he just watched me sit there all day as flights left. I would have gladly paid you the price of a hotel if you had let me go the day before but no way company policy.
This is not the first time this has happened to me, all of us driver have asked our company to put us on westjet when ever possible they from the beginning 4 years ago have listen and understood our problem.
Now our company has to book us far out incase there are problems with the weather, traffic or trucks that so we can make the later flight hopefully.
We cannot afford you high exchange fees, when I make below minimum wage.
My wife is taking a short vacation shortly guess what we will not even look at air canada for anything, poor customer relations, with some better understanding you may loose then you win on future trips, look to future.
Bryan perry
Flight #ac8406 & ac152
April 20/2018
Go westjet

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Air Canada deliberate misinformation concerning flight status and delay

On April 19th, I was to take AC 8134 from YYC to YEG at 9:05 am. My itinerary included a same day return trip that was cancelled by Air Canada, and my being placed on an alternative flight. I was informed of the cancelation of the return flight through numerous emails from Air Canada nad my travel agency the evening prior (April 18). The morning of April 19th, I received an email from my travel agent at 5:07, which I read at 6:10am stating my flight was delayed from a 9:05 departure to a 9:50 departure. I had no emails or notifications from Air Canada, so I decided to call Air Canada to confirm the delay. AT this point I had decided that if my flight was delayed, I would drive to Edmonton and could still be on time for my meetings. At 6:13 am I call Air Canada, and was informed that the flight was on time, and the person said they had no idea why the agency would send me such a notice. I also took the opportunity to confirm my return flight status. With the confirmation that AC8134 was departing on time at 9:05, I continued with my plans to fly to Edmonton. I arrived at the Calgary airport at 8 am, and checked my emails. I had received an email from Air Canada at 7:43 am stating that my flight was delayed from a 9:05 departure to a 9:50 departure. At this point I had no choice except to board the flight, as I could no longer drive to make my meeting. I do not understand how a travel agency would have knowledge of a flight delay before Air Canada knew of the flight delay. As the notices from the travel agent and Air Canada were exactly the same with regards to the flight delay times, I must conclude that either Air Canada instructs their agents to mislead inquiries by customers that might cost Air Canada fares, or that Air Canada deliberately withholds information from their agents and customers in order to reduce the loss of revenue due to customers making alternative travel arrangements. As a million mile plus customer, I wish to know what the answer is, and I want compensation for the deliberate mis-leading that Air Canada engaged in during this situation.

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Air Canada In-depth Review

Overall Rating: Air Canada provides a satisfactory overall experience for travelers. While there are areas for improvement, the airline generally meets expectations.

Booking Process: The booking process with Air Canada is straightforward and user-friendly. The website allows for easy navigation and offers a variety of options for flights, including flexible dates and destinations.

Flight Experience: Air Canada offers a comfortable and enjoyable flight experience. The cabin crew is friendly and attentive, and the seats are generally comfortable. The airline provides a good selection of in-flight amenities to enhance the journey.

Customer Service: Air Canada's customer service is generally reliable and helpful. The airline has a dedicated customer service team that is available to assist passengers with any queries or concerns. However, response times can sometimes be slow.

Baggage Policy: Air Canada's baggage policy is reasonable and allows for a sufficient amount of luggage. The airline provides clear guidelines on baggage allowances and fees, making it easy for passengers to understand and comply with the policy.

In-Flight Entertainment: Air Canada offers a wide range of in-flight entertainment options to keep passengers entertained during their journey. The selection includes movies, TV shows, music, and games, catering to various interests and preferences.

On-Time Performance: Air Canada generally maintains a good on-time performance record. While delays can occur due to unforeseen circumstances, the airline makes efforts to minimize disruptions and keep passengers informed about any changes to their flight schedules.

Food and Beverage: Air Canada provides a satisfactory selection of food and beverage options on board. The meals are generally of good quality and cater to different dietary preferences. However, the variety could be improved.

Loyalty Program: Air Canada's loyalty program, Aeroplan, offers a range of benefits and rewards for frequent flyers. Members can earn points on flights and redeem them for various perks, including upgrades and free flights.

Safety Measures: Air Canada prioritizes the safety of its passengers and adheres to strict safety protocols. The airline regularly updates its safety measures to ensure a secure and comfortable travel experience.

Destinations and Routes: Air Canada offers a wide range of destinations and routes, both domestic and international. The airline provides convenient connections and options for travelers to reach their desired destinations.

Pricing and Value for Money: Air Canada's pricing is generally competitive, offering good value for money. The airline frequently offers promotions and deals, allowing passengers to save on their flights.

Accessibility and Special Assistance: Air Canada provides accessibility and special assistance services for passengers with disabilities or special needs. The airline offers support and accommodations to ensure a comfortable and inclusive travel experience for all passengers.

Business Class Experience: Air Canada's business class experience is top-notch. The airline offers luxurious amenities, spacious seats, and personalized service to enhance the comfort and convenience of business travelers.

Economy Class Experience: Air Canada's economy class experience is generally satisfactory. The seats are comfortable, and the airline provides basic amenities to ensure a pleasant journey for economy class passengers.

Frequent Flyer Benefits: Air Canada's frequent flyer program, Aeroplan, offers a range of benefits and rewards for loyal customers. Members can enjoy priority boarding, lounge access, and other exclusive perks.

Website and Mobile App: Air Canada's website and mobile app are user-friendly and provide a seamless booking experience. The platforms offer easy navigation, real-time flight updates, and convenient features for managing bookings.

Airport Facilities: Air Canada operates in airports with modern and well-equipped facilities. The airline provides comfortable lounges, efficient check-in counters, and other amenities to enhance the overall airport experience for passengers.

Sustainability Initiatives: Air Canada is committed to sustainability and has implemented various initiatives to reduce its environmental impact. The airline focuses on fuel efficiency, waste reduction, and carbon offset programs to promote eco-friendly travel.

Complaints and Resolutions: Air Canada handles complaints and resolutions in a professional and timely manner. The airline has a dedicated customer service team that addresses passenger concerns and strives to find satisfactory resolutions.

How to file a complaint about Air Canada?

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3. Writing the title: In the 'Complaint Title' field, briefly summarize the main issue you have encountered with Air Canada. Make it concise yet descriptive enough to convey the essence of your complaint.

4. Detailing the experience: Provide a detailed account of your experience with Air Canada. Include key areas such as booking issues, flight delays or cancellations, customer service interactions, baggage problems, or any other service-related concerns. Mention any specific transactions, including dates, flight numbers, and any correspondence with the company. Clearly describe the nature of the issue, the steps you took to resolve it, and how the company responded. Explain how this issue has personally affected you, such as causing missed connections, additional expenses, or significant inconvenience.

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Air Canada contacts

Phone numbers

1888 247 2262 800 6699 2222 More phone numbers

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